VP of Service Delivery

M2A Media; City Of London; On-site; GBP 100,000 - 150,000; Full time

Job summary

A media technology company based in London is seeking a VP of Service Delivery to oversee client workflows and service operations. The ideal candidate will drive team performance, client satisfaction, and project profitability, while leveraging strong communication and stakeholder management skills. The role offers opportunities for leading a high-performing team and participating in strategic client interactions. Competitive benefits include 25 days of annual leave and health insurance.

Benefits

25 days annual leave

Medical & dental insurance

Travel insurance

Life cover

Company Pension

Company Bike scheme

Qualifications

• Experience mentoring and developing teams.
• Historic experience in delivering complex projects.
• Strong background in media technology and cloud environments.

Responsibilities

• Ensure seamless service delivery to clients.
• Act as executive sponsor for major clients.
• Monitor and report on customer success metrics.

Skills

Excellent communication skills

Stakeholder management

Project management

Commercial awareness

Job description

Purpose of the Role

The VP of Service Delivery is responsible for ensuring M2A Medias live services and client workflows are delivered seamlessly, efficiently, and in alignment with our principles of being Simple, Scalable, and Secure. This role leads Production Operations, Solutions Engineering, and Client Services ensuring consistent delivery standards, operational readiness, and customer satisfaction whilst maintaining strong commercial performance.

Responsibilities

Strategic Account Leadership

• Act as executive sponsor for M2As largest and most complex clients.
• Build and maintain trusted relationships with senior stakeholders, helping clients realise value from M2As solutions and advising on go-to-market strategies for new services.
• Partner with new customers to shape product and service launches that achieve mutual success.
• Help clients prioritise effectively advising on whats practical and impactful for launch, and ensuring delivery approaches are achievable, scalable, commercially viable and aligned with M2As standards and capacity.
• Identify and quantify opportunities to enhance customer value through improved product utilisation, operational efficiency, and workflow optimisation.
• Translate complex technical or operational topics into clear, outcome-focused narratives for customer and executive audiences.
• Communicate strategic insights and performance metrics in a way that builds alignment, trust, and action among senior stakeholders.
• Monitor key metrics like renewal rates, retention, expansion, and customer health scores, and report on them to the executive leadership team.

Commercial Leadership

• Responsible for ensuring all new and existing customer projects are delivered profitably.
• Strong project management providing regular clear communication to senior external and internal stakeholders as to the status of all customer projects.
• All project time is accounted for and manages customer relations where overruns and change requests are required.

Product Experience & Voice of the Customer

• Champion the customer perspective across Product, Delivery, and Operations while balancing internal priorities and constraints.
• Partner with Product Management to translate customer feedback, usage data, and market insights into roadmap priorities that deliver mutual value.
• Guide customers through feature adoption and service enablement, ensuring readiness and measurable outcomes.
• Ensure M2As products are positioned and used in ways that align with both client needs and M2As strategic roadmap.
• Own key product experience metrics adoption, usability, NPS, and time-to-value across enterprise clients.
• Build frameworks for continuous feedback loops connecting customer usage, operational data, and satisfaction measures.

Internal Business Partnerships

• Responsible for all technical, commercial and solutions engineering teams.
• Use DORA-style metrics (deployment frequency, lead time for change, change failure rate, and MTTR) as indicators of how internal performance impacts customer reliability and confidence.
• Partner with Delivery and Engineering to translate reliability, observability, and performance improvements into measurable customer confidence and satisfaction.
• Act as the customers advocate in delivery discussions, helping interpret technical performance data through a customer‑outcome lens (e.g. stability, responsiveness, release quality).

Market Insight & Industry Knowledge

• Maintain a strong understanding of the broader media technology, cloud, and live video delivery ecosystem, including contribution and distribution workflows, encoding/transcoding, packaging, DRM, IP transport, orchestration, and monitoring.
• Stay closely aligned with customers technology roadmaps and innovation strategies, understanding how emerging capabilities such as cloud‑native automation, remote production, AI‑driven optimisation, and software‑defined video infrastructure shape their future requirements.
• Keep informed on developments across AWS Media Services, video transport protocols (e.g. SRT, RIST, Zixi), packaging and encryption standards (CMAF, HLS, DASH, FairPlay, Widevine, PlayReady), and cloud networking that underpin M2As product portfolio.
• Provide actionable market intelligence to internal teams, helping shape product strategy and innovation priorities in alignment with evolving industry standards and customer adoption trends.

Product Operations, Customer Outcomes & Customer Management

• Lead product operations for enterprise clients ensuring readiness, enablement, and adoption tracking.
• Champion a data‑driven approach to understanding customer experience, combining usage analytics, operational data, and feedback to prioritise improvements.
• Define and report on key customer success metrics: retention, NDR, adoption, health, satisfaction, and time‑to‑value.
• Develop integrated dashboards that connect customer experience, service performance, and delivery metrics.
• Align internal teams on how product quality, operational performance, and service reliability contribute to customer outcomes.
• Drive continuous improvement loops that connect learnings from customer projects back into product, delivery, and service practices.

Key Working Relationships

Reports to: VP of Customer Success

Partners With

• VP of Operations to ensure solutions are operationally scalable, observable, and support‑ready.
• VP of Architecture to align on design standards, documentation templates, and security governance.
• VP of Product - to be the voice of the customer.
• Commercial Team to ensure new customers are scoped, onboarded and delivered profitably and smoothly.

Foster a culture of ownership, accountability, and measurable outcomes.

Coach and develop team members to think strategically about customer value, data‑led decision making, and pragmatic delivery.

Represent M2A at executive‑level client meetings, industry events, and customer forums as a thought leader on customer experience, innovation, and delivery excellence.

Skills & Requirements

• Excellent communication and stakeholder management skills, able to collaborate across operations, engineering, and client stakeholders.
• Excellent project management and delivery skills.
• Experience mentoring and developing other architects and engineers, promoting M2As architectural principles and standards.
• Strong commercial awareness and historic experience of delivering complex customer projects to tight deadlines and delivering profitability.
• Build, lead, and mentor a high‑performing team of customer success managers and leaders. This includes setting goals and tracking performance.

Benefits

• 25 days annual leave
• Medical & dental insurance
• Travel insurance
• Life cover
• Company Pension
• Company Bike scheme